Client Care

Question 1

What is Client Care?

Answer 1

The process of serving all stakeholders with respect, communicating clearly and timeously, and acting impartially, transparently and professionally. We should always act in the public interest and within local government ethical standards and RICS guidance.

Question 2

How do you deal with Customer Complaints?

Answer 2

Inform of the them of RVJBs complaint handling procedure ( 2 stages) and inform my immediate manager.

Question 3

If you were going to set up a business and operate as a Chartered Surveyor, what insurance would you need to put in place.

Answer 3

Professional Indemnity insurance.

Question 4

How do you choose your PI Provider?

Answer 4

RICS publishes a list of approved providers.

Question 5

what other insurance would you need to have if you had your own premises?

Answer 5

• Employers Liability Insurance.
• Third party Liability Insurance.

Question 6

Can you give me more detail on what Employers Liability Insurance covers?

Answer 6

Covers employers for compensation claims against you by employers for accidents or illness that occur during their work.

Question 7

Can you tell me more detail on what Third Party Liability Insurance covers?

Answer 7

Covers you against actions of a third party.

Question 8

You mention Ombudsman, what is this?

Answer 8

An official who is appointed to investigate individual’s complaints against a company or organisation.

Question 9

What will the RICS investigate?

Answer 9

They will investigate a firm/person if they believe the service they are providing falls short of the standards outlined in the Global Professional Ethical Standards and the Rule of Conduct.

Question 10

what might the shortfalls be?

Answer 10

Failure to utilise a Complaints Handling Procedure.

Failure to disclose a Conflict of Interest

Misuse of Clients Money.

Failure to answer correspondence.

Question 11

You mention a Conflict of Interest, can you give me an example of a Conflict of Interest and how you would deal with it?

Answer 11

An example of a conflict of interest would be an appeal for non domestic or domestic property. Where the proposer was a family member or close friend.

Question 12

Why would you use a Key Performance Indicator?

Answer 12

To provide a quantifiable measurement to indicate progress and targets

To ensure that the company requirements are met, and if not why.

Question 13

What is a quality assurance policy?

Answer 13

A statement of the company’s desired level of quality for a service or product.

Question 14

What is a Complaints Handling Procedure?

Answer 14

A system of dealing with formal complaints against a company/person, for which there is a formal redress system.

Question 15

What are two ways of ensuring complaints do not occur?

Answer 15

Proactive measures, to try and pre-empt where complaints may occur, putting in place measures to ensure they don’t.

Reactive measures whereby when a complaint is received, steps are taken to ensure the complaint doesn’t occur again.

Question 16

What is PI Insurance?

Answer 16

A form of insurance that covers for claims against professional negligence.

Question 17

How should PI work?

Answer 17

It should be on an each and every claim basis.

Retrospective, i.e. the current insurer will have to pick up claims for negligence before they were the insurer.

Should have runoff cover the cover old work. RICS minimum of 6 years, however should cover the extent of contracts durations.

Question 18

What are the RICS PI level recommendations?

Answer 18

Up to £100,000.00 turnover requires a minimum of £250,000.00 PI cover.

£100,000.00 to £200,000.00 turnover requires a minimum of £500,00.00 PI Cover.

Over £200,000.00 turnover requires a minimum of £1,000,000.00 PI Cover.

Amount of PI cover should be proportional to risk.

Question 19

What else does RICS publish relating to PI Insurance?

Answer 19

List of approved brokers.

Minimum wording policy.

Black Book, Construction Insurance.

Question 20

What is the RICS recommended limit of excess?

Answer 20

For policies up to £500,000 - greater of £10,000 or 2.5% of the Insured sum.
For policies over £500,000 - 2.5% of the insured sum

Question 21

What is Employers Liabilities Insurance?

Answer 21

Insurance which cover employees for death, injury or illness incurred from work activities

Question 22

What is Third Party or Public Liability Insurance?

Answer 22

Covers the cost of claims made by members of the public for incidents that in connection with a business activity. It will compensate a third party for personal injury, loss or damage of property.